Application Support Analyst

Position is responsible for technical, functional and strategic support to business areas regarding numerous organizational or department software applications.Support may include but is not necessarily limited to system selection and installation, documenting policies and procedures, testing and troubleshooting applications, identifying and implementing solutions to support incidents, providing training, implementing and testing system upgrades and maintenance, updating parameters, identifying and implementing enhancements, and identifying new technologies that will best meet organizational needs.This role provides general application support for a variety of applications, including custom and vendor applications.This specialized role will troubleshoot, maintain and provide support for software, databases, networks and hardware. Knows the County’s Customer-Centered Culture principles, the County’s Mission, Strategic Plan and Core Values and demonstrates a commitment to customer satisfaction for all customers on a regular basis.

Analyzes application performance and determines appropriate course of action. Creates specifications and designs for information systems and their components to meet defined business needs, retaining compatibility with enterprise and solution architectures.

Implements new business application software and new releases of existing business application software, capturing end user requirements and configuring, testing and integrating as necessary.

Provides technical support for the application, server and network environments. Maintains proper backup and recovery procedures for County-wide data.

Maintains project and business application support documentation.

Maintains productive relationships with and between key stakeholders, during the planning management and implementation of business change.

Monitors system logs and activity on all application and server equipment.

Transfers application knowledge and associated documentation to the Helpdesk.

Maintains security levels on all applications and servers to appropriate access levels.

Researches, installs and tests all application patches and upgrades. Assists in maintaining service level agreements.

Performs other related duties as required.

Knows the products they personally produce and the customers of each product.

Listens to the “Voice of the Customer” and closes gaps between customer expectations and experience whenever possible.